SDI - SERVICE DESK MANAGER QUALIFICATION: SD0-302

Performing a skills gap analysis and identifying appropriate salary levels are preparatory requirements for what?

A. Service Desk recruitment

B. Service Catalogue definition

C. Service Level Agreement negotiation

D. Skills Matrix creation

Which of these options best describes the benefits of using an Organisational Change Management process?

A. It reduces risk and the cost of implementing individual Changes

B. It removes risk and involves stakeholders in the implementation of Changes

C. It improves the organisations performance and service delivery management Information

D. It reduces the adverse impact of Changes and ensures that only approved Changes are implemented

Which statement best describes the difference between Reactive Problem Management and Proactive Problem Management?

A. Reactive Problem Management is concerned with solving problems in response to Known Errors; Proactive Problem Management is concerned with identifying quick fixes

B. Reactive Problem Management is concerned with solving problems in response to one or more Incidents; Proactive Problem Management is concerned with identifying underlying Problems

C. Reactive Problem Management is concerned with analysing and trending Incident records; Proactive Problem Management is concerned with solving problems in response to one or more Incidents

D. Reactive Problem Management is concerned with eliminating root causes; Proactive Problem Management is concerned with identifying future business needs